{"id":360994,"date":"2022-06-09T21:59:27","date_gmt":"2022-06-10T04:59:27","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=360994"},"modified":"2026-01-22T23:39:35","modified_gmt":"2026-01-23T06:39:35","slug":"customer-journey-strategy","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/customer-journey-strategy\/","title":{"rendered":"Customer Journey Strategy: 11 Ways to Maximize Results\u00a0"},"content":{"rendered":"\n<p><span style=\"font-weight: 300;\">\u00a0Three quarters of professionals agree that customer experience has a significant impact on loyalty. If customers are frustrated interacting with your brand, chances are they won&#8217;t come back.\u00a0<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">A customer journey strategy is a plan of action focused in improving the experience that the customer has with your brand from start to finish. Fr<span style=\"font-weight: 300;\">om the first encounter with your marketing strategy to the sale. The customer journey encompasses all interactions.<\/span><\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">As part of the customer experience, the journey should be an easy and pleasant experience, this means simple processes and top-notch customer service. <\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why is it important to have a customer journey strategy in place?<\/h2>\n\n\n\n<p><span style=\"font-weight: 300;\">The journey is key to <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-loyalty-what-it-is\/\"><span style=\"font-weight: 300;\">customer loyalty<\/span><\/a><span style=\"font-weight: 300;\">.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">94% of people are more likely to buy from brands whose customer experience they rate as very good. 59% of professionals say that customers would switch brands after a <a href=\"https:\/\/www.questionpro.com\/blog\/bad-customer-experience\/\">bad customer experience<\/a> with it.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">A better customer journey strategy not only leads to more loyal customers but leads to higher profit margins. 40% of professionals agree that customers are willing to pay more for a better experience.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">60% of business leaders agree that customers are more influential than three years ago, as they can influence the success of your business, with reviews. This turns them into <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/brand-ambassadors\/\"><span style=\"font-weight: 300;\">brand ambassadors<\/span><\/a><span style=\"font-weight: 300;\">.<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p>Check out this guide to learn how to build your own <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping\/\" target=\"_blank\" rel=\"noopener\">Customer Journey<\/a> <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-guide\/\" target=\"_blank\" rel=\"noopener\">Map.<\/a><\/p>\n<\/blockquote>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/360994&amp;lang=en&amp;cat=cx-2\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">11 Strategies to Improve Customer Journey<\/h2>\n\n\n\n<ol>\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Personalize the experience<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">A personalized service is no longer an option &#8211; it is essential.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">More than half of customers expect brands to anticipate their needs and 63% expect personalized service.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Two out of five customers complain that brands don&#8217;t meet their expectations for personalization.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">37% of customers say they will not buy products from brands that do not personalize the experience.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">78% of brands that have a personalization strategy experience revenue growth.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">An easy way to personalize is to offer discounts based on <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/consumer-behavior-definition\/\"><span style=\"font-weight: 300;\">consumer behavior<\/span><\/a><span style=\"font-weight: 300;\">. 52% of consumers say they want individualized offers from brands.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">You can also offer personalized recommendations. A third of shoppers say they get frustrated when brands send them offers on something they just bought.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">38% of shoppers say brands make them feel special when they send personalized recommendations based on previous purchases.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Try using artificial intelligence (AI) to generate brand recommendations based on your customers&#8217; <a href=\"https:\/\/www.questionpro.com\/blog\/buying-behavior\/\">buying behavior<\/a>, or use a <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/what-is-a-questionnaire\/\"><span style=\"font-weight: 300;\">questionnaire<\/span><\/a><span style=\"font-weight: 300;\"> to assess their needs.<\/span><\/p>\n\n\n\n<ol start=\"2\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Improve user interface (UI) navigation<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">If your website is difficult to navigate, customers will have a hard time reaching their end goal.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Poor<\/span><a href=\"https:\/\/www.questionpro.com\/blog\/user-experience-research\/\"><span style=\"font-weight: 300;\"> user experience<\/span><\/a><span style=\"font-weight: 300;\"> makes customers frustrated and abandon your website or app. According to 61% of web designers, poor navigation is the number one reason visitors leave a website. Your website should outline the journey your visitors need to take to achieve your end goals. Use clear buttons (CTA) and easy-to-find and logically arranged navigation menus.<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p><span style=\"font-weight: 300;\">Check out some <\/span><a href=\"https:\/\/www.questionpro.com\/survey-templates\/user-interface-survey-questions\/\"><span style=\"font-weight: 300;\">user interface surveys questions<\/span><\/a><span style=\"font-weight: 300;\"> templates available for free.<\/span><\/p>\n<\/blockquote>\n\n\n\n<ol start=\"3\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Optimized for mobile<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">64% of web traffic comes from mobile devices. According to 73% of web design agencies, the main reason why visitors leave websites is that they are not responsive to mobile devices.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">To optimize the design of your site for mobile devices, you must reduce its size so that it loads quickly. In addition, make sure that it responds to different screens of different mobile devices. It is also advised to reduce the amount of information on the screen and increase the size of certain elements to deliver a major impact on the reading user.&nbsp;<\/span><\/p>\n\n\n\n<ol start=\"4\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Use chatbots<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">93% of customer service agents agree that customers increasingly have higher expectations of service. Chatbots can help alleviate some of the burdens by handling <a href=\"https:\/\/www.questionpro.com\/blog\/understanding-customer-needs\/\">customer needs<\/a> queries using AI.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Chatbots are great customer service agents as they can learn up to 92% of visitor questions in just five months.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">You can provide immediate, high-quality service without the customer having to wait five to 10 business days for a customer service agent to respond.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">67% of business leaders say chatbots increase profits. You can train your chatbot to provide recommendations to your <a href=\"https:\/\/www.questionpro.com\/blog\/customer-first\/\">customers first<\/a> or offer personalized promotions based on their queries, this helps increase the chances that customers will buy.<\/span><\/p>\n\n\n\n<p class=\"has-text-align-center\">Learn More: <a href=\"https:\/\/www.questionpro.com\/blog\/buyer-journey\/\">Buyer Journey<\/a> &amp; <a href=\"https:\/\/www.questionpro.com\/blog\/car-buyer-journey\/\">Car Buyer Journey<\/a><\/p>\n\n\n\n<ol start=\"5\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Run A\/B tests<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">One of the best ways to find out what improves the customer journey strategy is to collect real-time data via <a href=\"https:\/\/www.questionpro.com\/blog\/survey-data-collection\/\" target=\"_blank\" rel=\"noopener\">survey data collection<\/a>.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">57% of companies say that monitoring user data has an impact on design decisions.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">A\/B testing is a way to determine which version of your website drives your customers to perform the behaviors you want them to do and shows you which customer journey strategy is the most successful.<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p>If you enjoy reading about customer journey strategy you might find interesting what is the <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping-tools\/\" target=\"_blank\" rel=\"noopener\">10 best customer journey mapping tools<\/a>.<\/p>\n<\/blockquote>\n\n\n\n<ol start=\"6\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Offer self-service options<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">Customers don&#8217;t always want to contact a customer service agent. Instead, they often want to search for information themselves. Therefore, it is essential to have a help center where they can search and find answers to their questions themselves.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">65% of brands do not have a knowledge base that the customer can search.<\/span><\/p>\n\n\n\n<ol start=\"7\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Optimize your omnichannel experience<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">High-performing brands offer omnichannel support that gives the customer journey an all-encompassing feel and makes them feel like they are known and remembered by brands across all platforms.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">43% of consumers admit that it makes them feel part of the brand when a brand recognizes that they are the same person across multiple <a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\">customer touchpoints<\/a>.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">40% of consumers say that brands fail to provide them with that omnichannel experience. Customers are frustrated that brands can&#8217;t deliver a consistent experience when moving from one platform to another.<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p>If you enjoy reading about customer journey strategy you might find interesting what is the <a href=\"https:\/\/www.questionpro.com\/blog\/consumer-decision-journey\/\" target=\"_blank\" rel=\"noopener\">consumer decision journey<\/a>.<\/p>\n<\/blockquote>\n\n\n\n<ol start=\"8\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Facilitate transactions<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">Many brands make it harder for customers to pay than they should. This causes customers to abandon right at the decisive moment.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">65% of consumers say they are more likely to buy from brands where transactions are quick and easy.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">The process should be simple and offer several payment methods so that customers can choose the one that is easiest for them. Expand beyond credit cards and PayPal to even consider other forms of payment like Bitcoin.<\/span><\/p>\n\n\n\n<ol start=\"9\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Churn Tracking<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">Cart abandonment is widespread. many shoppers stack their carts and only 40% complete the purchase.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Following up on the abandonment with an email can get the customer back into the buying cycle.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Cart abandonment emails are surprisingly successful at convincing consumers to buy. They have a conversion rate of over 18%. 31% typically includes an offer to help complete the transaction.<\/span><\/p>\n\n\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-canvas\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Download Customer Journey Canvas<\/strong><\/a><\/span><\/p>\n\n\n\n<ol start=\"10\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Stay safe<\/span> <\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 300;\">It is vital that your website has a website security certificate and that any database with customer data is well protected. And yet, it&#8217;s likely that your website has been hacked, and you don&#8217;t know it.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">A hack not only damages your reputation but can get you in trouble if your security isn&#8217;t substantial enough to comply with <a href=\"https:\/\/www.questionpro.com\/gdpr\/\" target=\"_blank\" rel=\"noopener\">general data protection regulations (GDPR)<\/a>.<\/span><\/p>\n\n\n\n<ol start=\"11\">\n<li> <span style=\"font-family: Raleway, sans-serif; font-size: 24px;\">Monitor your customer analytics<\/span> <\/li>\n<\/ol>\n\n\n\n<p>If you want to drive your customers to complete their journey, you need to analyze the data using <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-analytics\/\">customer journey analytics<\/a>.<span style=\"font-weight: 300;\"> This will help you understand which elements drive customers to success and which drive <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-churn\/\"><span style=\"font-weight: 300;\">customer churn<\/span><\/a><span style=\"font-weight: 300;\">. If you don&#8217;t collect and analyze data, you won&#8217;t know what&#8217;s getting in the way of your customer journey strategy.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">For instance, 67% of product professionals admit they don&#8217;t know why customers stop using their services. Why? Because they do not monitor behavior or collect customer data.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Determining which <a href=\"https:\/\/www.questionpro.com\/blog\/key-performance-indicators\/\">key performance indicators<\/a> (KPIs) you will measure and when is essential. This helps make future decisions and guides your strategy.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Conclusion<\/b><\/h2>\n\n\n\n<p><span style=\"font-weight: 300;\">To encourage loyalty and have more sales, you need a customer journey strategy that makes it easy for your customers to reach their final goal while enjoying a pleasant brand experience. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">With <a href=\"https:\/\/www.questionpro.com\/cx\/\">QuestionPro CX<\/a> you can collect data and analyze it to determine which parts of the journey work and which do not, in addition to performing A\/B tests to optimize processes and reduce customer churn.<\/span><\/p>\n\n\n\n<p><b>At QuestionPro, we work on what we believe in.&nbsp;<\/b><a href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener\"><span class=\"s1\">Schedule a demo with Ken<\/span><\/a> and discover how to boost customer loyalty and collect valuable consumer insights through our CX survey and <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-analytics-software\/\">customer journey analytics management platform<\/a>.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Learn more about QuestionPro CX<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00a0Three quarters of professionals agree that customer experience has a significant impact on loyalty. If customers are frustrated interacting with [&hellip;]<\/p>\n","protected":false},"author":41,"featured_media":360996,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[170],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Journey Strategy: 11 Ways to Maximize Results\u00a0 | QuestionPro<\/title>\n<meta name=\"description\" content=\"A customer journey strategy is a plan of action focused in improving the experience a customer has with your brand from start to finish. 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